Job Description

** Service Delivery Manager**

77679 **Our opportunity**

Based in Barcelona, the service delivery managers main focus will be managing the delivery of critical application services to internal stakeholders. He or she will be part of a team of global service delivery managers and will be the main contact for the Business Unit in terms of Operations for the applications under his/her scope. He/she will manage the supplier to ensure the Business Unit receives the service agreed.

**Your role**

As a **Service Delivery Manager** your main responsibilities will be:

Manage the services delivered from a business perspective to ensure that the service levels and performance are meet, reported and communicated to the IT business counterpart, pillar lead and IT service, taking action where necessary to address performance issues

Ensure compliance with Zurich IT service management governance, standards and security polices

Ensure incidents, problem, changes are handled diligently by the provider

Representation of the area in the Service Integration forums, in case of major incident, problem and operational changes

Lead service management communications for the business (e.g. incident alerts, change freezes etc.), as well as escalations.

Manage small/medium work orders and support other large projects

Ensure a cross supplier view for those topics that require participation of other teams/suppliers.

Prepare monthly reporting and handle monthly service reviews with the business unit counterparts

Identify service improvement actions, and work with the required parties for the implementation of the same.

Work with the business unit and Global Disaster Recovery teams to ensure that the disaster recovery capability meets the global DR requirements, including planning, performance of testing, communication and restoration of services in response to a major outage or disaster

Support the review of supplier running costs invoices and actively participate in governance internal sessions

Ensure internal and external providers are compliant with regulatory requirements and provide assistance and support for audits, where applicable

**Your Skills and Experience**

As a **Service Delivery Manager** your skills and qualifications will ideally include:

Bachelor's Degree

+5 years Project/service delivery service experience

Experience in diverse, multi-cultural environments, especially offshore, and dealing with ambiguity and changing/evolving requirements

Good communication skills, ability to communicate with both business and technical stakeholders at all levels of an organization

Fluent written and spoken English.

Good understanding of cloud hosting technologies (Azure)

Knowledge of Content Management systems (Filenet, Box, Sitecore )

ITIL Service Management level qualifications is an advantage

Experience in Agile development framework and/or Scrum Master is an advantage

**Additional Information**

As well as a competitive salary and a yearly bonus we offer benefits package which includes:

Wide range of internal and external trainings

Ticket restaurant

Option to work remotely up to 50% of time weekly

Life Insurance

Exclusive Employees discounts

Free English and Spanish classes depending on the needs

Primary work location is **Barcelona**. Occasional travel may be required.

**Who we are**

So be **challenged**. Be **inspired**. Help us **make a difference**.

At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.

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